How can we help?

If you received an order confirmation email, your order went through. It can take a few minutes to arrive — please check your spam or promotions folder too. No email after an hour? Contact us at info@bivo-official.com and we'll confirm it for you.

Email info@bivo-official.com as soon as possible with your order number and the correct address. We can update the address as long as your order hasn't been dispatched yet.

Yes, as long as it hasn't shipped. Orders are processed within 1–2 business days, so please contact info@bivo-official.com with your order number as soon as you can. If your order has already shipped, you can return it under our 90-day money-back guarantee instead.

You'll receive a tracking link by email when your order ships. You can also check the status anytime on our Track Your Order page.

We're sorry about that! Email info@bivo-official.com with your order number and a few photos of the item and packaging. We'll arrange a replacement or refund at no extra cost to you.

Orders are processed within 1–2 business days. After dispatch, delivery usually takes 5–14 business days, depending on your location. You can read the full details in our Shipping Policy.

Shipping is free on all orders. Any costs are always shown clearly at checkout before you pay.

We ship worldwide. If your country is available at checkout, we deliver there.

It can take 24–72 hours after dispatch for the first tracking update to appear. International parcels may also show fewer updates while they travel between countries or clear customs. If your tracking hasn't changed for more than 7 days, contact info@bivo-official.com and we'll investigate.

Please contact info@bivo-official.com with your order number. We'll contact the carrier for you and, if your package can't be delivered, we'll work with you on a reshipment or a refund.

For some international destinations, local customs may charge import duties or taxes. These are set by your country's authorities and are the recipient's responsibility unless stated otherwise at checkout.

You can return your product within 90 days of receiving it — even if it has been opened and used. See our full Refund Policy for details.

1. Email info@bivo-official.com with your order number and the reason for your return.
2. We'll send you return instructions and the return address.
3. Ship the item back with a trackable service and send us the tracking number.

Please don't send items back without contacting us first — returns without approval or tracking can't be processed.

Once your return arrives and has been checked, we issue your refund within 5 business days. Depending on your bank or payment provider, it may take a few extra days to show on your statement.

Return shipping costs are paid by the customer, unless local consumer law says otherwise or the item arrived damaged or incorrect. Original shipping fees are non-refundable.

We accept all major credit and debit cards as well as the digital wallets shown at checkout, such as PayPal, Apple Pay, Google Pay and Shop Pay (availability depends on your country). See Payment Methods.

Yes. All purchases are one-time payments — there are no subscriptions or recurring charges.

No. The total you see at checkout is what you pay. For some international orders, your local customs may charge import duties or taxes on delivery.

What looks like a double charge is usually a temporary authorization hold from your bank, which disappears automatically within a few business days. If you still see two charges after that, email info@bivo-official.com with your order number and we'll sort it out right away.

Yes. Checkout is encrypted and processed by PCI-DSS compliant payment providers. We never see or store your full card details.

Every product comes with a user manual in the box. Most product pages also include setup tips and answers to common questions. Need a hand? Email info@bivo-official.com and we'll walk you through it.

The package contents are listed on each product page. If something is missing from your delivery, contact info@bivo-official.com and we'll send it to you.

First, make sure it's fully charged or powered and check the manual's troubleshooting section. If it still doesn't work, email info@bivo-official.com with your order number, a short description and a photo or video of the issue. We'll help you fix it or arrange a replacement.

Yes. Our products are covered by a 12-month warranty against manufacturing defects, on top of our 90-day money-back guarantee. Read more on our Warranty & Guarantee page.

For many products, yes. Email info@bivo-official.com with the product name and the part you need and we'll let you know what's available.